Supporting the EHR Go-Live for Pharmacy: Strategies for Multi-Site Conversions

Published 09/08/2023 by Barry McClain, PharmD MS

Abstract

Successfully executing a multi-site EHR go-live (such as Epic) requires more than just technical preparation; it demands a rigorous support structure to maintain control over issue intake, tracking, and resolution. This presentation provides a coordination guide for hospital pharmacy leaders and informatics teams facing a mass conversion.

Key Support Concepts Covered:

  • The "Triage Captain": A critical role recommended to direct traffic, assign ticket ownership, and prevent "cherry-picking" of easy issues. This ensures high-priority system blocks are addressed immediately.
  • Escalation Hierarchy: A defined path moving from Frontline Users -> Superusers -> Triage Captains -> Pharmacy IT Analysts.
  • Dual-Tracking Strategy: The necessity of maintaining a "Distilled Spreadsheet" (manual tracker) alongside the official ticketing system (e.g., ServiceNow) to cut through the noise and maintain focus on top-tier issues.
  • Logistics: Strategies for balancing on-site support versus remote Command Centers, including realistic scheduling expectations (e.g., the rarity of true 24/7 analyst coverage).

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